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20250515090313.0 |
| 020 |
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|a 9780357718308
|c TZS 200,726/=
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| 020 |
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|a 9780357718346
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| 040 |
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|a MUL
|b eng.
|e AACR2
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| 082 |
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|a 658.8 BAT
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| 100 |
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|a Hoffman, K. Douglas
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| 245 |
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|a Services marketing :
|b concepts, strategies, and cases /
|c K. Douglas Hoffman, and John Bateson
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| 250 |
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|a 6th edition.
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| 260 |
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|a Boston:
|b Cengage,
|c c 2024.
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| 300 |
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|a xv, 352p. :
|b ill. ;
|c 30 cm.
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| 500 |
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|a Includes glossary (p.329-341)
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| 504 |
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|a Includes index (p.342-352)
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| 505 |
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|a Part I: AN OVERVIEW OF SERVICES MARKETING.1. An Introduction to Services.2. Fundamental Differences between Goods and Services.3. Environmental, Societal, and Governance (ESG) and Ethical Issues in Services Marketing.4. Services Consumer Behavior.Part II: THE TACTICAL SERVICES MARKETING MIX.5. The Service Delivery Process.6. The Pricing of Services.7. Developing the Service Communication Strategy.8. Managing the Firm’s Physical Evidence.9. People as Strategy: Managing Service Employees.10. People as Strategy: Managing Service Consumers.Part III: ASSESSING AND IMPLEMENTING SUCCESSFUL SERVICE STRATEGIES.11. Defining and Measuring Customer Satisfaction.12. Defining and Measuring Service Quality.13. Complaint & Service Recovery Management.14. Customer Loyalty & Retention.15. Pulling the Pieces together: Creating a World Class Service Culture.EXAMPLES OF OPENING VIGNETTES AND BOX FEATURES.
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| 546 |
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|a eng.
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| 650 |
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|a Service industries Marketing
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| 650 |
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|a Ethical issues in service marketing
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| 650 |
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|a Customer complaining behavior
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| 700 |
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|a Bateson, John
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| 942 |
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|c BK
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| 999 |
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|c 10880
|d 10880
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